Lesson 5: Building rapport and relationship

picture hang

In the next four lessons we’re going to help you create a sales flow that sets you up for success! In this lesson, we’ll start by covering the first step to a great sales flow–rapport and relationship building.

AN EFFECTIVE SALES FLOW INCLUDES FIVE KEY COMPONENTS:

  • Rapport and relationship building: Build a personal connection.
  • Meaningful discovery: Identify your customer’s needs, wants, and abilities. 
  • Close: Ensure your customer knows the value they are getting.
  • Objections: Uncover a customer’s true objection. 
  • Follow-up: Deliver on promises made and ensure satisfaction.

Build rapport with your customers

What’s in a name? Well, a lot actually. When you first meet a customer, make sure to address them using their name. Names are a primary way to show others we see them and we know them. Ask for clarification around how to pronounce their name to further show you care.

Additionally, make sure your customer will want to remember your name by actively listening and speaking intentionally. These simple acts will help you build rapport (a sense of goodwill and trust) with your customers. 

Make a real connection to strengthen the relationship

Mastering sales includes mastering being in tune with your customer’s issues, feelings, and body language, so you can build a positive relationship with them. You can strengthen relationships with your customers by remembering intimate details your customers have shared with you (e.g., their son’s birthday is coming up or they love ramen) and showing them you are genuinely interested in getting to know them. 

If you and a customer can connect on common ground or experiences, leverage the commonality to build a stronger relationship. If you can’t connect with them on common experiences, don’t fake it. Instead, ask questions and show you want to know more. 

Your sales flow runs on meaningful relationship and connection

We know you’re excited about all the great things your business has to offer, but taking the time to build rapport and strengthen the relationship with your customer before you get into your pitch will be key to the success of your sale. Next, you’ll move on to meaningful discovery. We’ll talk about this in the next lesson.